Perception of Stakeholders on organizational performance in a Unified Health System hospital (100% SUS) with Level III Hospital Accreditation, Serra Gaúcha

Abstract

The objective of this study is to identify the perception of stakeholders in relation to organizational performance and innovation after the Hospital Accreditation of Hospital Geral de Caxias do Sul – RS. The discussion points were aspects of organizational performance, Hospital Accreditation, and innovation in health services. As for the methodological aspects, applied research of an exploratory qualitative nature was adopted through in-depth interviews with stakeholders. The results showed that Hospital Accreditation contributes to the awareness and systemic view of the parties. It demonstrates that certification promotes learning, adding value to the lives of those involved, as well as bringing recognition from the society as a quality and creditable service, seen as a reference for other hospitals, especially for those who depend on public resources. A perception related to financial sustainability as well as a category of simultaneous action stakeholders (simultaneous action of external and internal stakeholder in a teaching hospital activity) were also identified.